Escalation-Driven Support Engineer II | Client-Focused

Lyra Technology Group; New York (NY); Hybrid; USD 85,000 - 95,000; Full time

Job summary

Altourage, a Manhattan-headquartered managed service provider, seeks a Support Engineer to own escalations, mentor junior staff, and document client technology stacks. You will work with Vega AI and collaborate with engineering, security, and technology teams to improve service delivery.

The role requires strong IT support background, experience with Microsoft 365 and Azure AD, and a willingness to travel for on-site client appointments. Hybrid NYC-based position with $85k–$95k base.

Qualifications

• Experience 3+ years in IT support with escalation-level troubleshooting.
• Bachelor’s degree in CS/IT or equivalent experience.
• Strong knowledge of Microsoft 365, Entra ID, Intune, Windows Server, and AD.

Responsibilities

• Manage escalations and own the resolution of tickets from the Service Desk.
• Coordinate with Technical Engineering and other teams on complex client projects.
• Mentor Service Desk Support Associates on escalated tickets.
• Maintain client documentation and ensure SLA adherence.
• Travel to client sites for on-site appointments as needed.
• Engage with Vega AI tooling to troubleshoot and resolve issues.

Skills

Microsoft 365

Azure AD Entra ID

Windows/macOS

Networking basics

Security tooling

PowerShell scripting

Education

Bachelor's degree in CS/IT

Tools

PSA

RMM

Documentation platforms

Job description

Altourage, a Manhattan-headquartered managed service provider, seeks a Support Engineer to own escalations, mentor junior staff, and document client technology stacks. You will work with Vega AI and collaborate with engineering, security, and technology teams to improve service delivery.

The role requires strong IT support background, experience with Microsoft 365 and Azure AD, and a willingness to travel for on-site client appointments. Hybrid NYC-based position with $85k–$95k base.